Customer Experience Specialist: Elevate Client Support

Marceco; Grand Rapids (MI); On-site; USD 17,000 - 28,000; Full time

Job summary

Marceco in Grand Rapids, MI is seeking a Customer Experience Specialist to serve prepaid distribution partners as their supplier and customer service contact, handling orders, resolving issues, routing calls, and answering basic questions. The role operates in a fast-paced environment with daily order monitoring and cross-department coordination.

Responsibilities include managing orders, logging issues in Salesforce, monitoring LIVECHAT, assisting with RMAs, and keeping Sales informed of client

Qualifications

• High school diploma or GED equivalent.
• One (1) to two (2) years of experience in retail sales, preferred.
• One (1) to two (2) years of experience in a call center setting, preferred.
• One (1) to two (2) years of experience in administrative support or scheduling, preferred.

Responsibilities

• Answers and directs incoming calls for both the Customer Support and Finance department. Effectively manages customer expectations (e.g., reshapes incorrect/inappropriate assumptions, establishes realistic timeframes, pushes back as necessary). Escalates to finance according to Standard Operating Procedures.
• Monitors incoming orders from the Dashboard system, to address any special Comments, COD (checking for credits to be applied), or Finance holds according to Standard Operating Procedures. Communicates with Supply Chain on any inventory issues that arise.
• Monitors Team inbox, Salesforce Chatters and Teams messaging for communications that need attention. This can be from any sales team member regarding any number of issues or needs. Logging concerns in salesforce account according to Standard Operating Procedures.
• Logs into their LIVECHAT account to monitor for any incoming chats from clients. At times escalations are required to another department depending on the need.
• As needed, collects information from clients via phone and email to process device orders; supports RMAs using information from clients.
• Works diligently to keep the Sales team informed of any issues involving their clients.
• Monitors inventory tracking system throughout the day to make sure products are not oversold and communicates with the Supply Chain Manager. Utilizes Team chat rooms to communicate across departments to be efficient.
• Conducts end of the day procedures for closing and locking up the building as scheduled.
• Stays knowledgeable and informed of all current Prepaid promotions, including review of weekly promotional email (Boost/Dish Newsletter). Escalates to account managers as needed.
• Provides customer service by explaining promotions and phone pricing to callers; answers any questions they may have. The most detailed of this would be around allocations and constrained inventory. Sometimes training and reinforcing previously published policies to foster better performance from the client.
• Communicates miss-ships or possible miss-ships of handset devices with Senior Customer Support Specialist and works through resolution according to Standard Operating Procedures.

Skills

Retail sales

Call center

Administrative support

Microsoft Office

SharePoint

Education

High school diploma or GED

Tools

Microsoft Office

SharePoint

Job description

Marceco in Grand Rapids, MI is seeking a Customer Experience Specialist to serve prepaid distribution partners as their supplier and customer service contact, handling orders, resolving issues, routing calls, and answering basic questions. The role operates in a fast-paced environment with daily order monitoring and cross-department coordination.

Responsibilities include managing orders, logging issues in Salesforce, monitoring LIVECHAT, assisting with RMAs, and keeping Sales informed of client